I wish we had a better experience for something my family was so excited for. Hope anyone going forward has a better experience than we did but beware. I was a certified CPO (Certified Pool Operator)at one point and knew a lot about pools and construction to give frame of reference.
Went under contract with Pool City on 8/17/23, was told by sales guy that we could complete the project before winter. Contract stated 3rd week of September start date.
We were sent a diagram of the pool on 9/27 with the wrong pool dimensions from the “construction office”. After several attempts we were told permits were submitted and that was the hold up. Checked with township and county offices on 10/18 and no permits were even submitted yet. After a long conversation with the owner calling him out on it he was just trying to find excuses, office got covid, engineer and even grew upset by tone of his voice because I was questioning him. After 20-30 min Owner, finally was reassured progress with permits. Never apologized. Just said this is how the process goes.
10/24 plans were finally sent for permits to start the process. 11/15 the pool was finally starting to be dug. One point they had to pump water out of the ground and pumped it directly where their trucks would enter my yard and got stuck and tore it up my lawn. They don’t use any protections for your lawn. Poured concrete footings and got concrete all over the new equipment, left and didn't seem to care until I addressed it.
Filled with water by 12/15. Back filled and Closed the pool for the winter 12/17. I kept asking when final grading would be done and kept being told weather was an issue and was treated as if I was wrong to ask about it. They close their office in mid December through first week of Jan.
I even dug the trench for the gas line in January, I was told the construction office would call for the inspection. They never called. Snow storm came that weekend and walls caved in and had to pump it out myself and dig again since they never called.
3/22 finally came out for final grading. Asked about if they were busy and the equipment operators told me they had already dug 5 other pools before my final grading. Tech came out later that week to give me a rundown of equipment. After reading the manuals of the Hayward equipment they tell you in the manuals to not have unbalanced water running through salt cell and heater.
Never bypasses any of that with mine. And ran for better part of two months without balancing.
4/22 coping started. 4/24 finally the concrete around the pool was finished. Over 8 months later. Finally no more construction!
Then called to set up closing which was included and cover install. Specifically set up a time for an afternoon appointment. Office even called me back to make the accommodation. Day of closing I come home at 12pm way before the appointment and pool was already closed. Asked my neighbor and they came around 10/10:30am. Went in my shed without approval to get things needed for closing the pool.
This was it for me and verbally let my frustrations out after the whole process on the owner and asked for accountability again. To which the owner eventually hung up on me. Every check was on time and paid in full on our end. I read reviews about the owner before the whole process and his lack of professionalism and raising his voice and temper when being called out or questioned. Found out the hard way they were all TRUE. There’s just zero accountability with this company and anything they say is hard to trust. I was reassured this one more time when I went to open my pool this spring and they never even closed the main drain valve during closing so water sat in those...
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